Project Overview
PreFlight Airport Parking is a subsidiary of InterPark. They provide offsite airport parking to cities all over the country. Their mobile app hadn’t had a significant UI update in almost a decade. Many of the core user flows were overly complicated, and customers complained about difficulty using the app's core features, such as reservations and points. In addition to addressing these concerns, PreFlight wanted their app to have increased emphasis on their Express Pass program, which allowed users to scan into garages and park without a reservation.
Approach
Redesigning PreFlight’s mobile app was the best approach to addressing these issues. Using a human-centered design framework, and collaborating with the product owner and development team, I redesigned the PreFlight app.
Research
Since PreFlight’s existing mobile app had been public for a few years, the App and Google Play stores had many customer reviews with valuable feedback and insights. I used a review analysis tool to extract the most common customer sentiments.
The top 3 customer complaints were that the apps crashed, the reservations were difficult to access and edit, and the award center was confusing.
I also conducted competitive research on SpotHero and The Parking Spot, two other companies that offer mobile apps for airport parking. Additionally, I researched other mobile apps that have similar features such as reservations, scan-and-go, and award centers.
PreFlight also provided user personas.
The top 3 customer complaints were that the apps crashed, the reservations were difficult to access and edit, and the award center was confusing.
I also conducted competitive research on SpotHero and The Parking Spot, two other companies that offer mobile apps for airport parking. Additionally, I researched other mobile apps that have similar features such as reservations, scan-and-go, and award centers.
PreFlight also provided user personas.